Job Description: Application Support Analyst
Role: Application Support Analyst
Location: NCR Manila
Employment Type: Full-time
Schedule: 24x7x365 Roster / On-Call Rotation
Role Summary
We are seeking a resilient and technically astute Application Support Analyst to join our Operations team. In this role, you will be the guardian of our production services, ensuring high reliability, performance, and customer satisfaction.
You will not just work ticketsyou will drive operational excellence. You will own the full lifecycle of incidents, maintain critical monitoring frameworks, and actively participate in our transition toward a DevOps and SRE-driven culture. You will be responsible for triaging complex application issues, managing communication during critical outages, and automating repetitive tasks to reduce operational toil.
Key Responsibilities
1. Application Support & Incident Management
- Ticket Lifecycle Management:
- Manage and resolve incidents and service requests within defined SLAs using ITSM tools (e.g., Jira Service Management, ServiceNow).
- Triage & Troubleshooting:
- Perform deep-dive analysis of application logs, database queries, and API failures to identify root causes of production issues.
- Communication:
- Act as the primary point of contact for stakeholders by providing timely, clear, and professional updates during service disruptions.
- Knowledge Management:
- Author and maintain high-quality Knowledge Base (KB) articles, Standard Operating Procedures (SOPs), and troubleshooting runbooks to shift knowledge left to Tier 1 support.
2. Monitoring, Alerting & Observability
- Proactive Monitoring:
- Monitor dashboards (e.g., Grafana, New Relic, CloudWatch) to detect anomalies before they impact customers.
- Alert Response:
- Respond to automated alerts related to system health, latency, and error rates.
- Alert Refinement:
- Collaborate with the Application Support Manager to tune alert thresholds and reduce noise or false positives to prevent alert fatigue.
3. Critical Incident Coordination
- War Room Participation:
- Join critical incident bridges to support the Incident Commander with technical troubleshooting and timeline documentation.
- Post-Incident Analysis:
- Contribute technical inputs to Root Cause Analysis (RCA) and Post-Incident Review (PIR) documentation to prevent recurrence.
4. Operational Improvement & DevOps Capability
- Automation:
- Identify repetitive manual tasks and assist in developing automation scripts using Python and/or Bash.
- Release Support:
- Assist with deployment activities and validate service health following maintenance or releases.
- Continuous Improvement:
- Participate in Game Days and disaster recovery drills to test and improve system resilience.
Qualifications & Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Experience: 3+ years in Application Support, Technical Support, or System Administration
- Database Skills: Proficient in SQL (complex queries, joins, and data integrity investigations)
- Operating Systems: Comfortable working with Linux/Unix command line tools (e.g., grep, tail, process and disk usage checks)
- ITSM Knowledge: Strong understanding of ITIL processes (Incident, Problem, and Change Management)
- Soft Skills: Excellent written and verbal communication skills with the ability to remain calm and structured under pressure
Preferred Qualifications (DevOps Growth Potential)
- Scripting: Experience with Python and/or Bash for automation
- Cloud: Familiarity with AWS core services (EC2, RDS, S3, CloudWatch)
- Containerization: Basic understanding of Docker and Kubernetes (viewing logs, checking pod status)
- Observability: Experience configuring dashboards or queries in Splunk, ELK Stack, or Prometheus
